승용차 A/S의 기대불일치가 고객만족에 미치는 영향에 관한 연구 = A Study on the Influence of Expectation Disconfirmation on Customer Satisfaction in Car After Service

다국어 초록 (Multilingual Abstract)

In the fierce competition among firms, there has been a close connection among service quality, customer perception, customer satisfaction. This study examined the influence of expectation, performance on expectation-disconfirmation in car after service. Additionally, this study explored connections between the expectation-disconfirmation and customer satisfaction. The results of this study show that the expectation and performance in car after service have a great influence on expectation disconfirmation degree. And also according to expectation disconfirmation degree, the level of customer satisfaction index is changed.

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